Want to Make a Complaint ?
To ensure customer satisfaction, we have provided a complaint form for our customers to voice their concerns. Our team works tirelessly to resolve any issues and prioritize the happiness of our customers.
We value your feedback and strive to continuously improve our services. Thank you for choosing us and we look forward to serving you.
Complaints Procedure
At Health Focus, we strive to provide the best care to all of our patients. We are committed to provide safe, professional and high-quality services to all. However, we understand that sometimes things can go wrong and we want to ensure that any complaints are addressed promptly and fairly.
How to raise a complaint
You, our customers are our top priority and our service is built solely around serving you effectively and efficiently. We aim to maintain a high level of service but we may not get everything right. If you are not satisfied with any aspect of our service, we have outlined the steps you can take to raise your concerns.
You can raise a complaint via phone on 07770 676 895, by emailing contact@healthfocus.info, by using the form below or you can write to us at:
Health Focus Pharmacy
Miller House,
Rossly Crescent,
Harrow,
London
HA1 2RZ
Details to Include
When making a complaint, please include as much detail as possible. Key points to include are:
• Your full name and contact information
• A clear description of the issue
• Relevant dates and times
• Any relevant prescription or medication information
Complaints Procedure
- In order to submit a successful complaint, you will need to be clear about your complaint so we have enough information to investigate your claims. Upon receiving your complaint one of our team will one of our complaints team will contact you with a resolution or an explanation.
- Once the complaint is received, you will receive an acknowledgment within 3 working days. We will aim to resolve the issue as swiftly as possible. Should additional information be required, we will contact you promptly.
- Following acknowledging, we will thoroughly investigate the matter. We will keep you informed throughout the investigation and ensure transparency in all our communications.
- Once the investigation is complete, you will be provided with a clear response which addresses the complaint.
- We aim to resolve all complaints within 20 working days. If we cannot provide a full resolution within this time, we will inform you of the reasons for the delay and provide a revised timescale.
Recording Complaints
All complaints are logged and recorded so we are able to; keep track of the types of problems our customers face, find the best way to resolve them and record how long it took to deal with them. We take your privacy seriously and will handle your complaint in accordance with data protection laws. All personal information will be kept confidential and will only be used to investigate and resolve your complaint.
Escalating Your Complaint
If you are dissatisfied with the outcome of our investigation or the resolution provided, you may escalate your complaint to the General Pharmaceutical Council (GPhC). The GPhC regulates pharmacies in the UK and ensures that all registered pharmacies maintain high standards of care. If you’re still unsatisfied with the eventual outcome or are not happy with the way your complaint has been dealt with, you can contact the GPhC who may be able to provide support:
General Pharmaceutical Council
25 Canada Square
London
E14 5LQ
Tel: 020 7735 9141
E-mail: info@pharmacyregulation.org
Website: www.pharmacyregulation.org
Escalating Your Complaint
Your feedback is invaluable in helping us maintain and improve the quality of the services we provide. We continually review and update our procedures to ensure that we meet the highest professional and regulatory standards, as set out by the GPhC and other relevant authorities.
Complaint Form
Tell us the problem you are having in as much detail as possible...